How to Give Good Customer Service in a Restaurant
The fast-paced world of the restaurant industry is a challenging one that requires the utmost care and hospitality when dealing with your guests. A February 2010 poll conducted by Empathica, Inc., showed that 55 percent of consumers believe customer service is getting worse, while only 32 percent haven't noticed any change. Ensuring the quality of the food matches exceptional service is not always easy, but knowing how to make sure you receive great reviews and repeat customers is the key to mastering your customer service skills.
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Instructions
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Make your guests feel comfortable and welcome. As soon as they step through those doors, someone should say, "Hello," and ask how they are doing in a friendly and positive manner. Attend to their needs immediately when possible, whether it be a full-service restaurant or fast-casual. Starting their dining experience off on the wrong foot will only make it that much harder to please them in the end.
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Give your guests as much attention as possible without being overbearing. You can usually read your guests and tell when they are unhappy or needy, but teaching your restaurant staff to be attentive and make sure they have what they need before they are forced to ask will help to prevent any problems. If a glass is empty, refill it. If they are in the middle of a conversation and don't seem to need anything, don't interrupt them and ask them how they're doing. It's all about knowing when service is needed and the ability to read your customers.
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Ensure that the guests are satisfied with their food and beverage. Once they receive their food, a server or food runner should ask if they need anything else at the moment. Once they have taken about two or three bites, another visit should be made to the table to inquire how the food tastes. This strategy will allow you to fix the problem almost immediately if they aren't pleased with their meal. If they remain unsatisfied or if their food comes out late, a manager should be notified and sent to the table to speak with the guests.
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Make sure that the guest leaves happy. This step is a significant one, because the last thing a restaurant owner or manager wants is for one of the guests to leave unhappy and to share that distaste with other potential guests. If they were completely unsatisfied, give them a discount or take their food from their check. This may not always be the best solution, especially if you are dealing with an extremely unhappy guest or someone taking advantage of your restaurant. In most cases, however, doing everything in your power to please your guest is essential. If their food wasn't up to par, they will at least appreciate your customer service and the fact that you were willing to make up for it. Tell them to come back soon to give your restaurant another try.
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Tips & Warnings
Train your restaurant staff well. Teach them to be courteous and respectful of your guests at all times. They are the faces of your establishment, so their knowledge of customer service is just as important as yours.
References
Resources
- Photo Credit waiter setting table in restaurant image by Stephen Orsillo from Fotolia.com
